Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Gloria Yatzari Correa Cervantes

Texas City,TX

Summary

Experienced with customer service, problem resolution, and communication. Utilizes effective techniques to ensure customer satisfaction and loyalty. Track record of managing customer interactions with focus on positive outcomes and continuous improvement.

Hardworking employee enthusiastic about learning any field inside and out. Pursues opportunities to learn new skills and contribute to group success. Offers strong administrative, relationship-building and problem-solving abilities.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Shared Services Representative

DISA Global Solutions
12.2023 - 03.2025
  • Collaborated with team members to ensure seamless communication and consistent service delivery.
  • Contributed to process improvements by sharing feedback from customer interactions with management teams.
  • Fostered a positive work environment by actively participating in team-building activities and promoting open communication between colleagues.
  • Participated in cross-functional projects aimed at enhancing overall service quality and efficiency levels.
  • Coordinated with various departments to resolve complex client issues effectively and in a timely manner.
  • Utilized CRM tools proficiently for efficient case management, tracking progress, and documenting resolutions.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
  • Reduced average call handling time by developing personalized scripts that addressed common customer queries.
  • Achieved high customer satisfaction ratings by delivering empathetic support during challenging situations.
  • Maintained accurate records of customer interactions, capturing essential data for analysis and improvement purposes.
  • Aided applicants and employees with the scheduling of drug tests and or occupational medicine services according to our customer's job requirements.

Collections Specialist

DISA Global Solutions
12.2021 - 12.2023
  • Streamlined the drug test administration process, improving efficiency and reducing wait times for clients.
  • Provided comprehensive training to new staff members, ensuring consistent quality in drug test administration.
  • Actively participated in continuing education opportunities related to the drug test administration field, enhancing knowledge and skills for the benefit of clients.
  • Performed regular quality checks on testing instruments, such as our breathalyzer. Also identified any issues early on to avoid inaccurate readings
  • .
  • Enhanced drug testing accuracy by implementing strict protocols and procedures.
  • Maintained client confidentiality by securely handling sensitive information and adhering to privacy laws.
  • Managed inventory of testing supplies, maintaining adequate stock levels to meet demand while minimizing waste.
  • Ensured compliance with federal and state regulations through meticulous record-keeping and documentation.
  • Processed samples efficiently while adhering strictly to chain-of-custody procedures, helping maintain the integrity of collected data.
  • Operated laboratory equipment and instruments correctly to conduct tests.
  • Sanitized, restocked, and organized exam rooms and medical equipment.
  • Obtained client medical history, medication information, symptoms, and allergies.
  • Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
  • Performed medical records management, including filing, organizing and scanning documents.
  • Maintained a safe and clean clinical environment by adhering to infection control guidelines and disposing of biohazardous waste properly.
  • Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
  • Performed phlebotomy tasks efficiently while ensuring minimal discomfort for patients during blood collection procedures.
  • Performed Occupational Medicine services such as Pulmonary Function Tests, Respirator Fit Tests, Audiograms, EKG's, took patient's Vital Signs.
  • Maintained strict adherence to infection control protocols by following proper sterilization techniques for medical equipment.


Assistant Manager

Pinto Bean
08.2020 - 10.2021
  • Provided administrative and operational support to the general manager and ran the staff in the manager's absence. My tasks included serving, collecting payments, handling the cash register, maintaining supplies, providing customer service, and training new front of the house employees.
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Managed inventory levels to minimize stockouts while reducing overhead costs.
  • Generated repeat business through exceptional customer service.
  • Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
  • Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
  • Scheduled staff shifts to ensure proper coverage during peak dining hours without exceeding labor budgets.
  • Facilitated clear communication between employees and upper management through regular meetings and updates.
  • Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.

Customer Service Representative

Victoria Community Health Center
01.2020 - 01.2021
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Assisted customers with Spanish-language inquiries in a timely and professional manner.
  • Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
  • Provided language translation services for customer service inquiries.
  • Collected patients' information to screen patients and family for state funded medical services including those who are indigent, uninsured, or medically underserved.

Universal Teller I

IBC Bank
06.2019 - 06.2020
  • Responsible for conducting and processing various types of customer bank transactions while delivering the "IBC Experience." This includes providing prompt, efficient and friendly customer service to customers while adhering to bank teller policy and procedure guidelines. As a teller, I am required to maintain a balanced cash drawer and become skilled in the ability to build customer relationship to identify products and services to meet the customer's banking needs.
  • Some of the job duties include, processing paying and receiving teller transactions, operating and maintaining all necessary teller equipment and finally, balance instant issue cards.

Cashier

Pinto Bean Restaurant
11.2016 - 11.2019
  • Take orders over the phone for To-Go orders, work the drive-thru, and as well work the cash register.
  • Greeted customers entering store and responded promptly to customer needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Built relationships with customers to encourage repeat business.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Resolved customer complaints professionally, leading to improved customer relations and loyalty.
  • Handled multiple payment methods securely, minimizing discrepancies and potential losses.
  • Mentored new employees on cashier duties and best practices, improving overall staff performance.
  • Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
  • Streamlined checkout process for increased efficiency and reduced waiting times.

Cashier, Server

Taqueria La Frontera
09.2016 - 05.2017
  • Worked as a server and later as a cashier attending customer's needs and making sure they had a great dining experience
  • Enhanced customer satisfaction by providing efficient and accurate cash transactions.
  • Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
  • Served food and beverages promptly with focused attention to customer needs.
  • Worked with POS system to place orders, manage bills, and handle complimentary items.
  • Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
  • Cultivated warm relationships with regular customers.
  • Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
  • Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
  • Maintained a clean and orderly dining area for an enjoyable guest experience.
  • Bussed and reset tables to keep dining room and work areas clean.
  • Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
  • Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
  • Assisted in training new hires, providing guidance on restaurant standards and best practices.
  • Handled cash transactions accurately, contributing to balanced daily financial reports.
  • Supported colleagues during peak hours, fostering a collaborative work environment that enhanced overall productivity levels.
  • Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.

Education

Associate of Arts -

Victoria College
Victoria, TX
05-2018

High School Diploma -

Liberty Academy High School
Victoria, TX
05.2018

Skills

  • Problem Resolution
  • Team Member
  • Bilingual (10 years)
  • Word (8 years)
  • Ability to Accept and Learn From Criticism
  • Customer Service
  • Communication skills
  • Banking
  • Cash handling
  • POS
  • Cashiering
  • Microsoft Office
  • Positive Attitude
  • Powerpoint (4 years)
  • Strong work ethic
  • Conflict resolution
  • Attention to detail
  • Active listening

Certification

  • Driver's License
  • PT - Phlebotomy Technician, DISA Global Solutions
  • Certified DOT and Non-DOT Urine Drug Test Collector, DISA Global Solutions
  • Certified Hair Drug Test Collector, DISA Global Solutions
  • Certified DOT and Non-DOT Oral Fluids Drug Test Collector, DISA Global Solutions
  • Certified DOT and Non-DOT Breath Alcohol technician, DISA Global Solutions


Languages

Spanish - Expert
English - Expert

Timeline

Shared Services Representative

DISA Global Solutions
12.2023 - 03.2025

Collections Specialist

DISA Global Solutions
12.2021 - 12.2023

Assistant Manager

Pinto Bean
08.2020 - 10.2021

Customer Service Representative

Victoria Community Health Center
01.2020 - 01.2021

Universal Teller I

IBC Bank
06.2019 - 06.2020

Cashier

Pinto Bean Restaurant
11.2016 - 11.2019

Cashier, Server

Taqueria La Frontera
09.2016 - 05.2017

Associate of Arts -

Victoria College

High School Diploma -

Liberty Academy High School

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Gloria Yatzari Correa Cervantes